“Very pleased with conservatory when finished. However, it leaks when there is heavy or persistent rain. It has been like this for nearly 3 years and they have been out on numerous occasions during this period trying to fix the problem. They are now due to put a new roof on very shortly, but only because we threatened them with court proceedings if they didn't resolve the problem. Their customer care has been appalling.”
– Customer in Reading, 18 September 2011
Response from Henley Glazing & Window Centre Ltd:
We are really disappointed that the customer has left these comments and scores. We pride ourselves on giving our customers a good service at all times and have never before received a low score for our customer service, or indeed for any other reason. We understand that they have been frustrated with the problems and have never disputed that there is a problem with the conservatory roof, one which we have never come across before. We disagree that our service was appalling, each time the customer contacted us, we reacted promptly and attended their home either the same day or no later than the next day. We have apologised for the problems they have had with the roof and have done everything we can to rectify the problems. We did want to take apart and strip down the existing roof and reinstall it but the customer was not happy with this so we are now going to replace the whole roof with a new roof which they have agreed to, this arrangement was made before the customer submitted their negative comment to Checkatrade.